Service Designer

Tata Consultancy Services; Rosemead (CA); On-site; USD 120,000 - 140,000; Full time

Benefits offered by this job

Discretionary Incentive

Medical Coverage

Parental Leaves

Insurance Options

Cert & Training Reimbursement

Vacation & Holidays

401K Plan

Job summary

Tata Consultancy Services is seeking a Service Designer to conduct research and design initiatives that support the internal-facing employee experience across the IT services lifecycle. The role blends qualitative research with hands-on experience design and requires onsite client engagement 2-3 days per week.

The successful candidate will map employee experiences to underlying IT processes, build service blueprints and personas, and communicate findings to both technical and non-technical

Qualifications

• Bachelor's degree in Computer Science is required.

Responsibilities

• Plan and conduct qualitative interviews and fieldwork across frontstage and backstage IT actors.
• Analyze ITSM ticket data, service call transcripts, and digital channels to identify themes and pain points.
• Synthesize findings into prioritized insights and actionable recommendations.
• Translate research findings into prioritized service improvement recommendations tied to business outcomes like employee productivity and IT service reliability.
• Support co-design and ideation sessions to shape improvements with client teams.

Education

Bachelor of Computer Science

Job description

Job Description

Must Have Technical/Functional Skills

The Service Designer conducts research and service design activities that power the internal-facing experience function for our client. Working under the Research and Experience Lead, this qualitative-leaning research role calls for a systems-level thinker: someone who can partner with stakeholders and business teams to understand employee experiences, identify pain points, and connect what employees experience at the frontstage to the root causes in backstage IT processes, systems, and policies that shape those experiences across the IT services lifecycle. Working within a small TCS consulting team that is onsite with the client 2-3 days per week, this person will help build the foundational research outputs that the experience function is built around and be a key on-the-ground research resource for teams looking to improve systems and elevate the experiences of the employees they serve.

Roles & Responsibilities

User Research & Analysis

• Plan and conduct qualitative interviews and fieldwork across both frontstage and backstage actors: the employees who experience IT services, the operational and field workers who depend on them, and the service delivery teams (IT technicians, service desk agents, SIAM vendors) who provide them
• Analyze service call transcripts, ITSM ticket data, and digital communication channels to identify themes, pain points, and patterns
• Synthesize findings across data sources into clear, prioritized insights and actionable recommendations

Experience Improvement

• Work with customer teams to understand how ITSM processes, service handoffs, and system constraints create friction, and help them prioritize what to fix and why
• Translate research findings into specific, prioritized service improvement recommendations tied to client business outcomes such as employee productivity, IT service reliability, and the cost and quality of IT service delivery
• Support co-design and ideation sessions that go beyond presenting findings, instead enabling client employees and service delivery teams to work together to shape improvements

Experience Design

• Build service blueprints that map employee-facing experiences to the underlying systems and processes that shape them
• Develop and maintain customer personas and journey maps across IT service touchpoints
• Produce polished visual deliverables (personas, journey maps, presentation materials)

Stakeholder Engagement

• Build trusted relationships with client business teams that the experience function serves, including maintaining a regular onsite presence
• Bring tact and good judgment to sensitive organizational contexts
• Communicate research findings clearly to both technical and non-technical audiences
• Present findings in stakeholder sessions alongside the Research Lead and, increasingly, independently

Research Operations

• Leverage AI tools to accelerate and improve planning, recruitment, analysis, synthesis, reporting, and documentation where appropriate
• Support the maintenance and maturation of the experience function’s operational assets (eg, research repository, templates, research playbook, and processes)

Salary Range: $120,000 -$140,000 year

TCS Employee Benefits Summary

• Discretionary Annual Incentive.
• Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
• Family Support: Maternal & Parental Leaves.
• Insurance Options: Auto & Home Insurance, Identity Theft Protection.
• Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement.
• Time Off: Vacation, Time Off, Sick Leave & Holidays.
• Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.

Qualifications

BACHELOR OF COMPUTER SCIENCE